Add support for work shifts in the admin "Business Hours"
started a topic
over 8 years ago
Our support staff works a split shift. So the current implementation of business hours doesn't work for us. We need the ability to specify shifts, not just business hours. Without this our SLAs will be impacted considerably.
We have plans to bring this in our future releases, but I cannot give a time frame on this.
Will keep posted in this forums.
over 1 year ago
Shift management has been quite a popular ask across the community and we do have plans around this - Agent Shift Management. I'll revisit this post once we have some considerable developments on this regard.
over 1 year ago
A way to deal with this is by creating one group per shift. Example with 3 shifts:
Each of these groups has their own business hours and SLA
- In Admin > Email deliver email@example.com ( or what your email address is ) to group 'TechSup - 1st Shift'
- In Admin > Dispatch'r add a rule: Conditions [Match ALL of the below] [Ticket Fields] [Group] [is] [TechSup - 1st Shift] [Ticket Fields] [Created] [during] [Business Hours] [TechSup - 2nd Shift] Actions [Assign to Group] [TechSup - 2nd Shift]
- In Admin > Dispatch'r add a rule: Conditions [Match ALL of the below] [Ticket Fields] [Group] [is] [TechSup - 1st Shift] [Ticket Fields] [Created] [during] [Business Hours] [TechSup - 3rd Shift] Actions [Assign to Group] [TechSup - 3rd Shift]
Now you have new tickets assigned to the right shift. All tickets will be answered with firstname.lastname@example.org as sender.
about 1 year ago
any update about this feature.. is frustrating not having such one
1 person likes this
4 months ago
Any update on the shift management feature? @Thanos, it works for ticket assignment purpose but if any ticket is reopened by customer reply outside shift time then does not auto reassign it to the person currently working.